Customer Service Manager

Job Summary

We are looking for an experienced Service Manager to lead and manage end-to-end service operations for premium audio products. The candidate will be responsible for service quality, team handling, escalations management, diagnosis coordination, KPI management, TAT management, and customer satisfaction across service operations.

Key Responsibilities

• Manage end-to-end service operations for the assigned audio electronics, home appliances brand(s).
• Lead and supervise service engineers and technicians, ensuring optimum productivity and performance.
• Ensure timely diagnosis, repair, and closure of service requests within defined turnaround times (TAT).
• Handle customer escalations effectively and ensure a premium customer service experience.
• Coordinate with brand partners, distributors, service centers, and internal teams for technical and operational support.
• Monitor and drive key service KPIs, including TAT, Customer Satisfaction (CSAT), First-Time Resolution (FTR), productivity, and pending case closures.
• Oversee repair quality, spare parts availability, and inventory management to ensure smooth service operations.
• Maintain accurate service records and ensure timely updates in CRM systems such as Zoho, Salesforce, or similar platforms.
• Manage warranty approvals, service documentation, reporting, and operational planning.
• Prepare regular service performance reports and share actionable insights with management.
• Ensure adherence to brand service standards, company policies, and quality processes.
• Identify and implement process improvements to enhance operational efficiency and customer satisfaction.
• Support training and skill development initiatives for service teams to improve technical capabilities and service quality.

Required Skills & Competencies

• Strong understanding of consumer electronics and audio product service operations.
• 7 – 10 years of relevant experience in service operations, with proven expertise in team management and customer escalation handling.
• Knowledge of product diagnosis, repair processes, and service center operations.
• Hands-on experience with CRM and service management platforms such as Zoho, Salesforce, or similar tools.
• Ability to monitor and drive service KPIs, including TAT, CSAT, and First-Time Resolution (FTR).
• Strong problem-solving and decision-making skills with a customer-centric approach.
• Excellent communication, interpersonal, and stakeholder management skills.
• Good analytical and reporting skills with proficiency in preparing service performance reports.
• Strong leadership abilities with experience in team development and performance management.
• Experience working with premium or luxury consumer electronics brands will be an added advantage.

Educational Qualification

Btech. Graduate in Electronics and Communication Engineering (ECE) / Electronics

Engineering (EE) / Electronics & Telecommunication Engineering (ETE)/ Electronics &

Instrumentation Engineering (EIE).

Experience

7- 10 Years preferred in consumer electronics/audio service management.